Overhauling and Revamping One-Stop Government Service Shops in the State of Minas Gerais, Brazil, 2003–13
This case study details the government’s effective reform program. The one-stop shops were originally intended to bring together a variety of government services under one roof, but were hobbled by poor interagency coordination, nonstandard procedures, and an organizational culture that was not attuned to citizen service. The government’s program involved high-level political support, creative coordination of government agencies, building an organizational culture focused on citizen service, using a variety of performance measurement techniques, and building on lessons from similar successful shops.
How Rio de Janeiro Used an Electronic Invoicing Program and the Participation of Stakeholders to Streamline and Increase Service-Tax Collection
This case study examines tax administration reform in the municipality of Rio de Janeiro, Brazil. It traces the implementation of Nota Carioca, an electronic invoicing program that enlisted consumers to monitor service-tax declarations. Nota Carioca’s successful initiation would address a crucial issue facing Rio: How to increase revenue from service taxes without raising tax rates or placing significant new burdens on either the public administration or businesses.
This case study investigates the Vida Melhor (A Better Life) Program that the Bahia state government in Brazil launched in 2011 to promote the social and productive inclusion of disadvantaged (low-income, also called “popular”) entrepreneurs, and highlights how a governmental social policy can interact with and provide services to a highly vulnerable, unorganized sector.